Shipping Protection Terms and Conditions
Navidium Shipping Protection is an optional, merchant-administered shipping protection service offered by Apocene Co. (“Ap0cene”). It is designed to support customers through available remedies, which may include refunds or replacements, when eligible packages are lost in transit or items arrive damaged in transit, subject to these Terms and Ap0cene’s claim review process. Navidium Shipping Protection is not shipping insurance or an insurance policy. Ap0cene is not an insurance company, insurance producer, broker, underwriter, or claims adjuster.
Most straightforward lost-in-transit or damaged-in-transit issues can be reviewed quickly once the required information is provided. Some situations may require additional review or documentation before Ap0cene can approve a remedy, including packages marked as delivered by the carrier, fraud or payment-risk indicators, suspected unauthorized payment activity, chargebacks, failed identity verification, incorrect or incomplete shipping addresses, returned packages, delayed shipments that do not qualify as lost in transit, or incomplete claim requests.
By purchasing Navidium Shipping Protection, you agree to these Terms and to Ap0cene’s claim review process.
1. Agreement to Terms
By purchasing Navidium Shipping Protection, you agree to follow these Terms, Ap0cene’s claim review process, and any documentation requirements requested by Ap0cene.
Submitting a claim request does not guarantee approval.
2. What Navidium Shipping Protection May Apply To
Navidium Shipping Protection may apply to the following eligible shipping-related issues, subject to review and approval by Ap0cene:
A. Lost in Transit
A package may be considered lost in transit if the carrier tracking does not show final delivery and the package appears to be lost, stalled, or unrecoverable after a reasonable investigation period.
B. Damaged in Transit
An item may be eligible for review if it arrives damaged due to carrier handling or transit conditions. The customer must provide clear photos of the item, packaging, shipping label, and any visible damage.
C. Carrier-Confirmed Misdelivery
If a carrier confirms in writing that a package was delivered to the wrong address or was otherwise misdelivered, Ap0cene may treat the shipment as eligible for review.
D. Post-Delivery Loss or Theft
Packages marked as delivered by the carrier are not automatically considered lost in transit. However, in some cases, Ap0cene may review a delivered-but-missing package as a possible post-delivery loss or theft issue.
Post-delivery loss or theft claims are reviewed on a case-by-case basis and may require additional documentation, including a signed customer statement, carrier investigation results, delivery photo or GPS confirmation when available, proof of identity, and/or a police report for high-value orders.
Ap0cene may deny a post-delivery loss or theft claim if the package was marked delivered to the shipping address provided at checkout and there is not enough evidence of carrier error, misdelivery, theft, or another eligible issue.
3. Delivered Packages
Packages marked as “Delivered” by the carrier are not automatically considered lost in transit.
If the carrier tracking shows that the package was delivered to the shipping address provided at checkout, Ap0cene may deny the claim request unless there is evidence of carrier error, misdelivery, or another eligible shipping issue.
For high-value orders marked as delivered by the carrier and later reported missing, Ap0cene may require additional documentation before reviewing the claim request, including but not limited to:
- a signed customer statement;
- confirmation that the customer checked with household members, neighbors, mailrooms, front desks, building staff, or local delivery locations;
- written carrier investigation results;
- a police report;
- proof of identity;
- any other documentation Ap0cene reasonably requests.
Failure to provide requested documentation may result in denial of the claim request.
4. Fraud, Identity Verification, and Suspicious Claims
Navidium Shipping Protection is not available for fraudulent, unauthorized, abusive, or suspicious claim requests.
Ap0cene reserves the right to deny, limit, or exclude Navidium Shipping Protection remedies for any order or claim request involving:
- fraud indicators in Ap0cene’s internal systems or third-party risk tools;
- failed, incomplete, or refused identity verification;
- suspected unauthorized payment activity;
- mismatched billing, shipping, identity, or contact information;
- false, incomplete, or inconsistent claim information;
- chargebacks, payment disputes, or unauthorized transaction claims;
- repeat, excessive, or suspicious claim behavior;
- suspected package forwarding, reshipping, or address manipulation;
- any other facts suggesting that the claim request may be fraudulent, abusive, or outside the intended scope of Navidium Shipping Protection.
Ap0cene may request identity verification before shipping an order or before approving a Navidium Shipping Protection claim request.
If an order is flagged for review before shipment, Ap0cene may, in its discretion, cancel and refund the order, request identity verification, or refund the Navidium Shipping Protection fee and notify the customer that the order will not be eligible for Navidium Shipping Protection remedies.
If the Navidium Shipping Protection fee is refunded before shipment, the customer may choose to proceed without Navidium Shipping Protection or request cancellation of the order before shipment.
5. What Navidium Shipping Protection Does Not Apply To
Navidium Shipping Protection does not apply to:
- packages marked delivered by the carrier without evidence of carrier loss, carrier error, or misdelivery;
- theft, disappearance, or loss after confirmed delivery, except where Ap0cene, in its reasonable discretion, approves the claim request as an exception based on the available evidence;
- orders shipped to an incorrect or incomplete address provided by the customer;
- packages refused by the recipient;
- packages returned to sender due to customer-provided address issues, failed delivery attempts, refusal of delivery, unpaid customs duties or taxes, failure to collect the package, or other circumstances not caused by carrier loss or transit damage. Returned-to-sender packages are reviewed under Ap0cene’s returned-to-sender process and may be resent, refunded, credited, or otherwise resolved at Ap0cene’s reasonable discretion;
- delays caused by customs, import processing, weather, strikes, carrier disruptions, or other events outside Ap0cene’s control;
- normal production timelines, made-to-order timelines, preorder timelines, or designer fulfillment timelines;
- product fit, sizing, preference, buyer’s remorse, or quality concerns that are unrelated to shipping damage;
- claim requests submitted outside the required claim window;
- orders subject to chargebacks, payment disputes, suspected unauthorized payment activity, or failed identity verification;
- claim requests involving false, misleading, incomplete, or inconsistent information.
6. Claim Request Deadlines
Claim requests must be submitted within a reasonable time after the shipping issue occurs.
Unless otherwise approved by Ap0cene:
- damaged-in-transit claim requests must be submitted within 7 days of delivery;
- delivered-but-missing claim requests must be submitted within 7 days of the delivery scan;
- lost-in-transit claim requests for domestic shipments may be submitted once the package has had no meaningful carrier movement for 14 business days, or once the carrier confirms that the package is lost;
- lost-in-transit claim requests for international shipments may be submitted once the package has had no meaningful carrier movement for 21 business days, or once the carrier confirms that the package is lost.
Ap0cene may deny claim requests submitted outside the applicable claim window.
7. Claim Review Process
To submit a claim request, the customer must contact Ap0cene at customercare@ap0cene.com with the order number, claim reason, and any available supporting information.
Ap0cene may require the customer to complete and submit a Package Claim Request Form and cooperate with any related review, carrier investigation, or documentation request before Ap0cene can complete its review of the claim request. Requested documentation or cooperation may include, without limitation, photos of the item, packaging, and shipping label; carrier communications or investigation results; a signed customer statement; proof of identity; a copy of a police report for certain high-value delivered-but-missing packages; and any other information Ap0cene reasonably requests.
A claim request may be considered incomplete, delayed, or denied if the customer does not provide requested documentation or cooperate with the review process.
Submitting a claim request does not guarantee approval.
Ap0cene reserves the right to approve, deny, limit, partially approve, or request additional documentation for any claim request in its reasonable discretion, based on the evidence, carrier records, claim history, fraud indicators, order details, customer-provided information, and these Terms.
8. Available Remedies
If a claim request is approved, Ap0cene may choose, in its discretion, to provide one of the following remedies:
- replacement of the same item, if available;
- refund of the eligible item value;
- store credit;
- another remedy agreed to by Ap0cene.
Navidium Shipping Protection does not guarantee that an exact replacement will be available, especially for limited-run, handmade, made-to-order, preorder, or independent designer items.
9. Limited-Run and Made-to-Order Items
Many items sold by Ap0cene are limited-run, handmade, made-to-order, preorder, or produced by independent designers in limited quantities.
Because of this, replacement may not always be possible. If an eligible claim request is approved and the same item is unavailable, Ap0cene may provide store credit, a refund, or another remedy determined by Ap0cene.
10. Customer Responsibilities
The customer is responsible for providing a complete and accurate shipping address at checkout.
The customer is also responsible for monitoring delivery updates, retrieving packages promptly after delivery, checking with household members or building staff when applicable, and contacting the carrier or Ap0cene promptly if there is a shipping issue.
Failure to provide accurate information, retrieve a package, cooperate with a carrier investigation, or provide requested documentation may result in denial of the claim request.
11. Order Cancellation Before Shipment
Ap0cene reserves the right to cancel and refund any order before shipment, including orders flagged for fraud review, inventory issues, pricing errors, payment concerns, address concerns, or other operational reasons.
If Ap0cene cancels an order before shipment, Ap0cene will refund the amounts paid for the canceled order, including any Navidium Shipping Protection fee.
12. Refunding Navidium Shipping Protection Before Shipment
If an order is flagged for fraud review, identity verification, payment concerns, or other risk review before shipment, Ap0cene may determine that the order is not eligible for Navidium Shipping Protection.
In that case, Ap0cene may refund the Navidium Shipping Protection fee before shipment and notify the customer that the order will proceed without Navidium Shipping Protection unless the customer requests cancellation before shipment.
13. Abuse of Navidium Shipping Protection
Ap0cene reserves the right to refuse future Navidium Shipping Protection purchases, cancel future orders, restrict purchasing privileges, or deny future claim requests for customers who submit false, abusive, excessive, inconsistent, or suspicious claims.
14. Nature of Service; Not Insurance
Navidium Shipping Protection is an optional, merchant-administered order protection service offered by Ap0cene. It is not shipping insurance, an insurance policy, or a product sold by an insurance company. Ap0cene is not an insurer, insurance producer, broker, underwriter, or claims adjuster. The Navidium Shipping Protection fee does not purchase insurance coverage or create an insurance contract.
Instead, Navidium Shipping Protection gives customers access to Ap0cene’s limited claim review process for eligible shipping-related issues, such as packages that are lost in transit or items that arrive damaged in transit, subject to these Terms.
15. Changes to These Terms
These represent our 2026 Terms. Ap0cene may update these Navidium Shipping Protection Terms from time to time. The version of the Terms in effect at the time of purchase will generally apply to that order, unless otherwise required by law or stated by Ap0cene.
16. Contact
Questions about Navidium Shipping Protection or claim requests may be sent to: customercare@ap0cene.com
